Desktop support - Jr System Administrator - Team Lead

Tamika K. Reed

*********@*****.*** 317-***-****

www.linkedin.com/in/MsTamikaK

OBJECTIVES

IT Professional with more than 8 years of experience with a notable array of skills and experience. I am seeking a

position that provides a leadership role with the proven ability to provide back end user support.

S KILLS

Active Directory\FIM Ghost Cast\SCCM 2007\2012

Windows 7\8 (includes Migrations) Windows 2008\2012 server platform

MS Office 07\2010\2013 O365\MSX 2007/2010 – Hybrid

PowerShell Scripting Apple: OS Snow Leopard\Mountain Lion

Documentation Specialist Mobile\Smart Device support

E XPERIENCE

ITT Educational Services - Headquarters Carmel, Indiana

System Support Technician ~ Feb 2013 – Present

Meet and exceeds in meeting all SLA’s with very slim to none re-open ratio

Creation and maintenance of all new policy and IT training documentation (including PSRs)

SME: Secure server access and all personal network share and email access

Support and maintenance of SCCM Images and software packaging and driver store

Instrumental in reducing turn-around time for reimages and new PC setups

Training of all new department staff

Maintenance on O365 presence, managing a 3 tenant hybrid Exchange\O365 environment with more than 600,000

mailboxes

Support of DirSyc (for FIM) replication from Active Directory on premises to cloud

Generate reports using SCCM detailing various requests

Deploy images and software packages using SCCM PXE or created USB installations

BC Forward (Truven Health Analytics) Indianapolis, Indiana

Help Desk Analyst (Project) ~ Dec 2012 – Feb 2013

Liaison between customer and software creator for specifi ed client tailoring and changes

Ensure client and customers are trained and provide support for software

Single support for local office for identifying application problem and evaluating procedures

Ivy Tech Community College Indianapolis, Indiana

Desktop Administrator ~ April 2008 – Nov 2012

Regional Tier 2 technical support for approx. 2000 users and over 1500 PCs (Lenovo included)

Instrumental in the successful transition from ghosting to a new statewide imaging process using (SCCM)

Assisted in creating and implementing statewide PC configuration standards

SME for all Apple technical support

Helped create and implement statewide standard SLA’s

Devised installation and configuration documentation for various types of software

Assisted with creation and maintenance of multiple print queues (including Pharos)

E DUCATION

ITT Technical Institute of Technology

June 2005 Associates of Applied Sciences (CNS) GPA: 3.49

Expected Graduation: December 2015 Bachelor of Science (ISS) GPA: 3.62

Contact this candidate